Efficiently managing the changing needs of our customers shapes the way we administer legislation and the quality of services we strive to deliver.
Central to this strategy is the impact on our biggest customer base – land tax – for which more than 300,000 customer assessments are issued annually.
In 2015-16, we identified new opportunities to streamline significant processes in this area, focusing on one of the most common customer requests – amendments to land tax assessments.
Specifically, we implemented a targeted strategy to resolve the majority of customers’ amendment requests in a single phone call as quickly as possible. This delivered not only efficiency gains but also same-day processing on most customer accounts.